You can guess where I stand on this otherwise I wouldn’t be writing this blog and others like it ...

Yesterday I was a guest speaker in an Axios webinar, called “Using ITSM to Increase Business User Satisfaction and the Perception of IT,” during which we ran four audience polls. I thought it would be great to share the poll results and my thoughts.

The webinar story arc …

I set the scene using many of my favorite graphics including the following which shows the gulf between the business’ and IT’s own opinions of how well the average internal IT organizations is doing …

… Before starting to look at how what we do and measure either increases or decreases the customer experience – including the fact that we often seem to be too focused on what we do in IT rather than what we achieve through what we do in IT (and IT service management (ITSM)). I also included a section on common metrics issues which I’ve previous blogged on here and here; and the customer experience work of my Forrester colleagues and its applicability to internal IT.

A Forrester-client inquiry call last night and the creation of some slides for a webinar with Axios really got me thinking about how we measure our success in IT. It just seemed so easy to take the IT version of success (and the associated measures) and create a snide customer retort. It’s a little tongue-in-cheek but please take a read of one of my Axios slides: